Alpkit Avis 917

I am based in continental Europe and ordered a sleeping bag (Pipedream 600), down jacket (Filoment Hoody) and slippers (Refugio). Mind you, I was a little late for my upcoming trip, but I thought Brexit won't have that much of a consequence. Well, I was wrong ;)

Shipping took a bit, so I emailed to inquire. The responsiveness of their support team is absolutely stellar and off the charts. I am looking forward to my trip and post a review on their products.

I had a bit of a problem with a bit of kit. Even though I had bought the kit a while ago, I got a prompt and very helpful response which sorted the problem out.

This is a review for the customer service as I've only done a test ride with the kit so far.
Bit of a rocky start as the wrong item, albeit with the right product tag, was sent. I only realised this less than a week before I was due to leave on a bikepacking trip.
I contacted Alpkit on the phone and a nice chap talked me through how to expedite the process of exchange. As such, the wrong item is being collected within 24hours and the right item dispatched within 2hrs of my call to them.
Mis-labeling happens, so I'm not salty about it. And more to the point the customer service and immediate rectification of the issue (once I'd done my bit and got a return label sorted - which was painless and free or charge) was as much as anybody could possibly ask for. As such, the customer service is worth top marks.

Excellent aftersales customer service. One of the buckles on my prism head torch broke, and even though they don’t stock spares for this. Ash managed to get replacement parts from warehouse for me. At no cost to me shipped it to me in record time. Great communication throughout. Well done Ash, and Alpkit on running such a good team and company.

A huge thank you to Brendan at Alpkit (Nottingham) for outstanding customer service! I arrived expecting a shop but found an online warehouse. Despite being on his lunch break, Brendan kindly assisted me in finding everything I needed for my bike packing adventure—except the tent, which was sold out. He even brought in his colleague Matt, who helped with pannier sizes and recommended essential tools and bike gear. Their knowledge and willingness to help made the experience exceptional. I highly recommend Alpkit for all your bikepacking needs. Fantastic service from a great team

Had to use warranty for a repair and the team couldn't have made things easier. Very quick and good communication, nothing seemed to much trouble. A really important consideration when choosing a company to purchase from, so use with confidence.

This company calls itself a B-Corp, and willing to undertake repairs rather than force customers to buy new. I’ve asked them for help with a damaged sleeping mat which I purchased from there, and they have been completely useless.

It’s a real shame as I’d rather support a British, ethical company. Instead they make zero effort to provide the part to me, I’ve even said I would install/fix myself.

40 mins reply from customers service request, I think that quick

Great clothing at good prices and great customer support from Rachel 👍

Accidentally put wrong address for my order on an evening purchase. Sent email straight after and they got back to first thing next day getting it all sorted to correct address. Superstars!

My parcel from Alpkit was carelessly left by the Amazon delivery driver outside our neighbours front door, which unsurprisingly meant it had disappeared by the time I got back from work and went to collect it. Alpkit were excellent in dealing with the matter - responsive and helpful. A replacement parcel was sent out directly with a new delivery company. Would recommend (although would also recommend that amazon are not used by Alpkit for deliveries!)

We managed to lose the valve for our open water swimming tow float. I asked Alpkit if they stocked spares, to save me buying a whole new float. They don’t, but were willing to have a look around the warehouse. They found a spare valve and posted it to me free of charge! Outstanding customer service!

I've been ordering from Alpkit for years and have also popped into their Bristol store a few times. Every experience has been fantastic!

My latest purchase was the Tarpstar tent. I already had their Soloist tent, which had served me well on many camping trips, but I needed something bigger to take my partner and dog along. I reached out to Alpkit via their online chat for advice, and they were more than happy to help – super knowledgeable and friendly, as always.

Over the years, I've picked up a fair bit of their gear. Back in 2020, I bought a Filoment hoody that’s still going strong. Their hiking poles lasted me for years before I passed them on to a friend, who still uses them. My Qark headtorch has seen me through countless night hikes and even an ultramarathon. My Numo sleeping pad is a summer camping essential, and the Drift pillow? Absolute game-changer for a good night’s sleep.

Their Hunka XL bivvy is just as high-quality as the rest of their kit, and I’ve also owned their Koulin running tights and shorts – both ridiculously comfortable.

One thing I really appreciate is their generous 123-day returns period (not that I’ve ever needed it!). On top of that, they offer in-store repairs – not just for their own gear, but anything you need fixing. I once had the waistband in my Koulin tights get twisted. Since it was within the returns period, I took them in, and they fixed it for free, even reinforcing it so it wouldn’t happen again. That kind of service is rare!

The Bristol store is brilliant. The staff are super friendly – I once went in just to check out a sleeping bag and ended up having a coffee and a good chat about down vs. synthetic insulation before getting distracted by their beautiful range of Sonder bikes. There was no pressure selling, but somehow, I still walked out with a t-shirt and sunglasses I hadn’t planned on buying. That’s just me being an impulsive so-and-so, though!

To top it all off, Alpkit has an incredibly generous rewards scheme. You get a dividend back on your purchases (10% on full-price items, 5% on sale items), and if you leave a review, you can earn even more (£5 if you include a photo, £3 without). The best part? The reward codes last for six months and can be gifted to friends and family if you’re not going to use them yourself.

Honestly, you couldn’t ask for more from a company. Alpkit is top-notch!

Once again the Alpkit team helped me quickly and efficiently with concrete answers to my questions about my order. It is nice to buy from a company where you know you can talk to real people if you have questions.

My go-to for all things camping and outdoors. Really quality products at fantastic prices. And the customer service is brilliant, really quick and helpful. Big thanks Ash!

Really quick customer support response times, and very thorough answers! I asked a question last night about a product and I know it's a small team so wasn't expecting a response for a few days but Ash got back to me this morning, and was super helpful and kind.

You can tell that a lot of love is put into the products and service, and at an affordable price. It's making the outdoors more accessible for more people, while also spreading the message of being conscientious and leaving no trace, so I am a big fan of Alpkit! I also love the member rewards feature.

Let’s start with the bike: it’s well-made, rides smoothly, and meets expectations at this price point. No complaints there.

The problem? Alpkit completely failed on the order fulfillment and customer service. I didn’t receive everything I paid for. The bike arrived, but accessories I selected—most notably the rack—were missing. (See attached photo showing it was included in my order.)

When I contacted customer service, their response was baffling. They admitted the rack should not have been offered on their website but told me that was my problem. No replacement, no effort to make it right—just a flat-out refusal to send what I had ordered. Their reasoning? Since I technically hadn’t “paid extra” for the rack, I wasn’t entitled to one. By that logic, if the wheels didn’t show up, would that also be my problem? After all, on the customization, standard wheels are technically €0.

This is the kind of short-sighted policy that turns a decent product into a terrible buying experience. Alpkit could have resolved this easily—sending the rack would have cost them maybe €25 on an €1800 bike. Instead, they chose to leave a customer high and dry over a minor issue that they created.

Bottom line: If anything goes wrong with your order, Alpkit won’t take responsibility. Buy from them at your own risk.

Edit #1 based on company response: the point is that I ordered a bike with a rack, and did not receive a rack with the bike. I was not contacted at any time about Alpkit unilaterally changing the order I paid for. I placed one order and paid one amount for one bike and accessories. The rack was part of the bike order.

I bought a quark head torch in November. It worked fine and I was quite impressed for the price. This didn’t last long as the battery fell out when I went to charge it, when I went to put it back in, I could see that a brass pin had fallen out. I got in touch with customer services who told me that I must of damaged it when taking it out. I informed them that I did not take it out, that it fell out and was poorly designed. They told me they could not send me a new battery as they had run out of them and had none in stock ( I assume this is because of the amount of broken pins ) anyway they asked me to send it back, so they could assess it 🤷. They said they would have the battery in stock in April but did not say they would send me one.
So I now have an un-chargeable torch. After sales are not impressive at all. I had high hopes from Alpkit but I don’t think I will be buying from them again due to the none after sales.

I bought 2 jackets for a 1 month hike across Italy with my daughter. Excellent choice! They manage warmth very well, but importantly are light and can be easily folded up into a small bag and stored in our rucksacks. I got a nick in one from going through brambles and sent it back. I needed it returned quicker than normal (as we leave soon), and they were very responsive, repairing it on the same day and posting it back. They also found another small nick which (I think) they also repaired.

I have gone in there a couple of times with problems, mainly due to damage that i have created, for example a walking pole that i snapped when a gate slamed on it. they gave me a new pole section and it is now as good as new. They also helped me fix a puncter on a sleeping mat.